Customer Compensation Guideline

The 'Customer Compensation Guideline' is an important document in the after-sales process of foreign trade. It refers to the standardized handling rules established by a company when customers raise compensation claims due to product repair issues. Its use scenarios include: customers complaining about product failures and requesting repair, additional costs incurred during repair (such as freight, downtime losses), and the product still not working properly after repair. The guideline usually specifies compensation conditions, maximum amounts, responsibility allocation, application procedures, and required proof. Notes: It must align with the quality assurance clauses and force majeure clauses in the sales contract, and avoid confusion with the 'return and refund policy'—the latter addresses returns, while this guideline focuses on compensation in repair scenarios. The difference from the 'warranty clause' is that the warranty clause stipulates repair obligations, while this guideline stipulates compensation for inadequate repair or losses during repair. Foreign trade practitioners should ensure the guideline complies with the exporting country's laws and international trade practices (such as CISG), and confirm it in writing with customers in advance to reduce disputes.